Maybe I don't understand the question based on how it is worded....But if the question isCan the end user re-open the ticket with an email response?YES, Manage/Lists/Ticket Statuses/Items Edit closed status Check box Allow reopen by end user and choose open status desired.....I hope that helps..... But if the question was meant to ask "Can we change ANY ticket status based on email response?" It would be as Ntozier said NO, only a closed status but not ANY status.